Enterprise Edition Service Level Agreement

For customers with a current Pro Custodibus Enterprise Edition license, the Pro Custodibus support team will make a best-effort attempt to respond to and resolve support requests according to the following schedule:

Table 1. Support Level Objectives
	Standard Support		Enhanced Support		Premium Support
	Response Time	Resolution Time	Response Time	Resolution Time	Response Time	Resolution Time
Severity 1	1 day	1 week	4 hours	24 hours	1 hour	4 hours
Severity 2	2 days	2 weeks	24 hours	1 week	2 hours	48 hours
Severity 3	3 days	3 weeks	2 days	2 weeks	12 hours	1 week
Severity 4	4 days	4 weeks	2 days	2 weeks	1 day	1 week

Severity Levels

The support team uses the following criteria to define the severity level of a support request:

Severity 1: Critical: The software has stopped working and is preventing critical day-to-day business activities.
Severity 2: High: Use of the software is significantly impacted by the failure of a major function of the software.
Severity 3: Medium: The software has a minor problem with a small or moderate impact on normal operating activities.
Severity 4: Low: Software questions or assistance not related to an ongoing incident.

Last updated: 2023-06-12